Customer Support / Ombudsman
1. OBJECTIVE
Establish the guidelines and procedures for the constitution and operation of the organizational component of ATTRUS' Ombudsman, in accordance with BCB Resolution No. 28/2020, ensuring adequate, timely and transparent service to the demands of customers and users. The Ombudsman's Office acts as a channel responsible for ensuring the appropriate and timely treatment of customer and user demands, as well as contributing to the continuous improvement of the institution's products, services and processes.
2. DEFINITIONS
Primary Service: Primary care will be considered to be that which is usually performed in the e-mail or telephone channel.
Demand(s): Manifestation, through the Ombudsman's Office, which is classified as a compliment, request, complaint or suggestion.
Ombudsman: Person designated for the effective position of Ombudsman.
Relationship Director: Director registered in Unicad (Information System on Entities of Interest of the Central Bank)
3. SCOPE
It applies to all ATTRUS products, services, and operations, including payments, exchange, and settlement.
4. PRINCIPLES
Independence, impartiality, transparency, timeliness, confidentiality and continuous improvement.
The members of the Ombudsman area have proven technical qualification in accordance with current standards, this certification is periodically updated and covers essential topics such as ethics, consumer rights and conflict mediation.
5. STRUCTURE
The Ombudsman's Office has a structure compatible with ATTRUS' operations, with autonomy and access to the necessary information, without conflict of interest.
To ensure transparency and meet demands, Attrus has an independent Ombudsman. This service is provided by PIMENTEL E ASSOCIADOS ADVOCACIA, under the responsibility of Ombudsman Marcio Alexandre Malfatti.
There is no technical or operational interference in the performance of the Ombudsman by the Company.
Its structure is compatible with the nature and complexity of Attrus' products and services.
The Ombudsman's Office, within the criteria of the 2nd instance of registration of complaints, is able to receive demands (manifestations, which qualify as compliment, request, complaint or suggestion) about any product or service offered by the Company.
6. DEADLINES
Conclusive response within 10 business days, extendable only once for an equal period upon justification.
7. PROCEDURES
Receipt, registration, analysis, treatment, response and closure of demands, with issuance of protocol.
8. CONTROLS AND RECORDS
Maintenance of complete records for at least 5 years, available to the Central Bank.
The records of the demands must contain, at least, the protocol number, date of receipt, history of the negotiation, measures adopted and response sent to the claimant.
The information handled by the Ombudsman's Office is accessed only by authorized persons, subject to the applicable confidentiality and data protection rules.
9. REPORTS
Preparation of semiannual reports containing qualitative and quantitative analysis of demands.
10. SERVICE CHANNELS
E-mail: ouvidoria@attrus.com
Phone: 0800 717 7789
The Ombudsman's Office will operate on weekdays, from Monday to Friday, from 9 am to 6 pm.
Attrus provides information about the Ombudsman channels on its institutional website.
The Ombudsman's service is identified by means of a protocol number and informed of the response period within 10 business days. Access is free to users.
The Ombudsman's service may also cover:
a) Exceptionally, demands not initially received by the primary care channels; e
b) The demands forwarded by the Central Bank of Brazil.
11. ROLES AND RESPONSIBILITIES
11.1. Ombudsman
a) Provide service to the demands of customers and users of Attrus' products and services, which have not been satisfactorily resolved by the primary service channels;
b) Provide the necessary clarifications and inform the complainants about the progress of their demands, measures adopted and deadlines for response;
c) Forward a conclusive response to the claimants' demand within 10 (ten) business days;
d) Communicate with Attrus' internal organizational components to obtain the clarifications and measures necessary for the instruction and solution of the demand, maintaining follow-up in order to ensure that the claimant is answered within the established deadline;
e) Prepare and forward to the Internal Audit and the Executive Board, within two months after the end of each semester (base date of June 30 and December 31), the quantitative and qualitative semiannual report of the Ombudsman's activities.
11.2. Executive Board
a) Assess the conclusions, recommendations and manifestations contained in the semiannual reports issued by the Ombudsman's Office, proposing improvements to the process, whenever necessary, and;
b) Approve the Ombudsman Policy in order to ensure its effectiveness.
11.3. Business Areas
a) Provide technical support, information and documents for the demands of the Ombudsman to ensure a resolute response;
b) The areas that receive demands from the Ombudsman for treatment must comply with the return deadline or inform what will be the necessary period for the negotiation, in order to seek the closure of the demand with the shortest waiting time for response to the customer and always aiming at the full and effective service of the latter.
12. TERM
This Policy shall enter into force on the date of its approval by the Board of Executive Directors and shall be reviewed every two years or within a shorter period whenever there is a change in the process and/or regulatory.
13. LEGAL BASIS
a) BCB Resolution No. 28 of 2020;
b) Law No. 13,709/2018 (LGPD);
c) Law No. 8,078/1990 (CDC).
14. APPROVAL HISTORY
The policy was duly approved by the Executive Board of ATTRUS.